packaged contact center enterprise 10.5(1) release notes · packaged contact center enterprise...
TRANSCRIPT
Packaged Contact Center Enterprise 10.5(1) Release Notes
Packaged Contact Center Enterprise Release Notes 10.5(1) 2
Change History 2
Introduction to Packaged Contact Center Enterprise Release 10.5(1) 2
New and Changed Features 3
Deprecated Features 6
Caveats 6
Documentation Feedback 9
Revised: September 25, 2015,
Packaged Contact Center Enterprise Release Notes 10.5(1)
Change HistoryThis table lists changes made to this document since the initial release. Earliest changes appear in the bottom rows.
LinkDateChange
New Features, on page3
September, 2015Added support for Nexus 1000V and VMware vNetwork Distributed Switch.
Added support for Exony VIM Reporting.
New Features, on page3
Deprecated Features, onpage 6
June, 2015Added support for the Remote Expert Mobile and Remote Expert Branchdeployments of Video Contact Center.
Remote Expert Mobile Basic has been renamed Video Contact Center withJabber Guest.
Added deprecation notice for the Golden Template tool.
New Features, on page3
October, 2014Added support for Video Contact Center.
New Features, on page3
September, 2014Added support for the UCS B-Series Fabric Interconnects Validation Tool.
June, 2014Initial release
Introduction to Packaged Contact Center Enterprise Release 10.5(1)These release notes describe new features and changes for Release 10.5(1) of Packaged CCE.
Packaged CCE Release 10.5(1) is a minor release. Details of the features included in this release are available in the relevant end-userdocumentation, which are located on the Cisco.com Web page for Packaged CCE: http://www.cisco.com/en/US/products/ps12586/tsd_products_support_series_home.html. You can also open release notes for prior versions of Packaged CCE from that page.
Packaged CCE 10.5(1) shares the samemedia kit as Unified CCE 10.5(1) which includes some componentsnot supported in a Packaged CCE deployment. In addition, the 10.5(1) media kit contains componentsthat are release 10.0(1) which is not used for Packaged CCE 10.5(1) deployment. Use only release 10.5(1)software when deploying Packaged CCE 10.5(1).
Attention
2
New and Changed Features
New Features
VMware vNetwork Distributed Switch and Nexus 1000V Support
Packaged CCE now supports the VMware vNetwork Distributed Switch and Cisco Nexus 1000V Switch for VMware vSphere.
For more information, see the Virtualization for Cisco Packaged CCE DocWiki at http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Packaged_CCE.
Exony VIM Support
Packaged CCE now supports ExonyVIM for reporting only. Your Packaged CCE deploymentmust include an External AW-HDS-DDSto use Exony VIM reporting.
Provisioning is not supported.
Video Support
Packaged CCE now supports video calls (Video Contact Center). To enable this functionality, install the Packaged CCE ES update# ICM10.5(1)_ES7, available at http://software.cisco.com/download/release.html?mdfid=284360381&softwareid=284503841&release=10.5(1)_ES7&relind=AVAILABLE&rellifecycle=&reltype=latest.
Packaged CCE supports the following Video Contact Center capabilities:
• Caller to agent video
• Video on Hold (agent-initiated)
• Video in QueueVideo in Queue is an optional Basic Video feature in Cisco Unified Customer Voice Portal that plays videos before and whilea caller is in queue. Video in Queue allows the caller to interact with the Unified CVP through high-definition video prompts,and to navigate a video menu using DTMF keys.
• Cisco MediaSense video call recording
• Video Contact Center with Jabber Guest (formerly Remote Expert Mobile Basic)
Callers outside the enterprise's network use a Cisco Jabber Guest browser client to engage in video calls with agents. Unregisteredcallers can make calls using standard browsers such as Internet Explorer, Safari, and Chrome on PC or Mac computers, or viatablets and smartphones.
• Remote Expert Mobile
Callers outside the enterprise's network engage in web-based video chats or expert assist sessions with agents. Unregisteredcallers canmake calls using standard browsers on PC orMac computers, or tablets and smartphones. Remote Expert ApplicationServer andMedia Broker components provide expert assist functionality, including co-browsing, screen sharing, remote control,annotation, content and URL push, and assisted form completion.
For all information about the Remote Expert Mobile deployment, see the Cisco Contact Center Solutions and UnifiedCommunications Manager Solution Configuration Guide for Remote Expert Mobile, available at http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-mobile/tsd-products-support-series-home.html.
• Remote Expert Branch, including Immersive and Kiosk
3
Support for HD TelePresence video endpoints has also been added.
For more information, see the Packaged Contact Center Enterprise Design Guide.
B-Series Hardware Supported
For fresh installs, Packaged CCE now supports both the Unified Computing System (UCS) C240 M3S TRC#1 and the B200 M3TRC#1. For upgrades, Packaged CCE continues to support both the Unified Computing System (UCS) C240 M3S TRC#1 and C260M2 TRC#1 servers.
For more information, see the Packaged Contact Center Enterprise Design Guide.
UCS B-Series Fabric Interconnects Validation Tool
Packaged CCE now offers this validation tool to perform checks on currently deployed UCS B-Series Fabric Interconnect clustersand determine compliance with Packaged CCE requirements. To use this tool, follow the directions on the validation tool wiki pageat http://docwiki-dev.cisco.com/wiki/Packaged_CCE_UCS_B-Series_Fabric_Interconnects_Validation_Tool.
ESXi 5.5 Support
Packaged CCE now supports ESXi 5.5. For more information, see http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html.
Log Collection Enhancement
CUIC and Finesse log are now included in the log collection. A progress indicator also shows the status of the log collection inprogress.
Simplified Trace Management
Packaged CCE now offers easy-to-follow trace level management for on-box VMs.
Product Version
Product version is now visible in system inventory.
New Media Routing Peripheral Interface Managers (PIM)
The MR PG now accommodates up to four PIMs:
• One Outbound PIM
• A Multichannel PIM for SocialMiner
• A Multichannel PIM for E-Mail Interaction Manager / Web Interaction Manager
• A Multichannel PIM for a third-party multichannel application
For more information, see the Packaged Contact Center Enterprise Design Guide.
New Live Data Reports
Packaged CCE has added two new Live Data reports:
• Precision Queue: Shows a summary for all agent activity for each precision queue.
• Skill Group: Shows a summary for all agent activity for each skill group.
4
For more information, see Packaged Contact Center Enterprise Reporting User Guide.
Copy Agents
You can now create a new agent by copying an existing agent record.
Multi-Edit Functionality
Using the Agent tool, you can now edit the description, desk settings assignment, and/or team membership for up to 50 agents atonce. The agents must all belong to the same department or all be global agents.
Demo Capabilities
The following features can be enabled in Packaged CCE Lab mode:
• System Inventory, available in the Deployment tool
• Log Collection
• Live Data
To enable these features, follow the directions on the Packaged CCE Lab Only Deployment Information wiki page at http://docwiki.cisco.com/wiki/Packaged_CCE
Changed Features
Server Status Updates
The Status rules are now categorized for easier management, and span all virtual machines in the deployment. New details describethe rule state, and aid in debugging.
Additional heath checks are performed as well, including CPU, Memory, Disk Usage, and data store latency.
Supported Attributes Per Precision Queue
The number of unique attributes per precision queue has increased to 10.
Supported Call Types
Packaged CCE now supports up to 2000 configured call types.
Concurrent Agent Limits Removed
Limits for the number of concurrent agents for Outbound and Multichannel are removed. Any of the 1000 agents can be used forInbound, Outbound, or Multichannel as long as the total system load remains under the capacity defined in the Packaged CCEDesignGuide.
Mobile Agent With Agent Greeting
If you are using Mobile Agent with Agent Greeting on Cisco Unified Communications Manager, you must install the UnifiedCommunications Manager Engineering Special 10.5(1.11002-1). For more information, see CSCuo83514.
5
Disable Agent Queue Statistics Gadget
The Agent Queue Statistics gadget (QueueStatistics.jsp) is enabled by default in the default desktop layout XML code. However,this gadget is not supported for the Agent role in Packaged CCE deployments. The Live Data Reports gadgets provide equivalentfunctionality for the Agent role. To disable this feature, see the Packaged CCE Installation and Upgrade Guide.
Deprecated Features
Golden Template Tool for Packaged Contact Center Enterprise
The Golden Template tool for Packaged CCE is deprecated beginning in Release 10.5(1). No further engineering development willoccur on the Golden Template tool, and support for the tool will be removed in a future release.
Caveats
Bug Search Tool
If you have an account with Cisco.com, you can use the Bug Search tool to find caveats of any severity for any release.
Access the Bug Search Tool at https://www.cisco.com/cisco/psn/bssprt/bss. Enter the bug identifier in the search box and press Enteror click Search.
Open Caveats
Caveats listed in these tables are open Severity 1 and Severity 2 caveats identified by any means, and Severity 3 caveats identifiedby customer-use. These include caveats specific to Packaged CCE, as well as Unified CCE caveats that have an impact on PackagedCCE.
HeadlineComponentSeverityIdentifier
Dialer Stuck Port handling sometimes causes Dialer exitoutbound2CSCup13112
Campaign Manager Exception after Importoutbound3CSCuo78811
BA Import process exit due to exceptionoutbound3CSCuo78834
Dialer exits due to Exception in GetCallResultsoutbound3CSCuo78851
Resolved Caveats
Caveats listed in these tables are resolved Severity 1 and Severity 2 caveats identified by any means, and Severity 3 caveats identifiedby customer-use. These include caveats specific to Packaged CCE as well as Unified CCE caveats that have an impact on PackagedCCE.
HeadlineComponentSeverityIdentifier
UCCE Directory Traversalserviceability.snmp1CSCun25262
i18n LiveData should use the escape sequence to query CUIC dblocalization1CSCuo12453
6
HeadlineComponentSeverityIdentifier
Port 443 must be open to allow the Dataservers/AWs to login toeach ESXi host
documentation2CSCum21224
Reports continue to run impacting performance after initiator isclosed
db.HDS2CSCuj34958
OPC assert while updating agent configurationpg.opc2CSCul52657
Agent Login in Voice MRD logs out the Agent from Non-VoiceMRD
pg.opc2CSCul97333
SIP Dialer receives 480 Temporarily Not Available leading tomemory leak
outbound2CSCum55458
Status information is not reflecting properly inCONTACT-CENTER-APPS-MIB
serviceability.snmp2CSCum58022
Chinese/Russian chars lost in db when starting services after upgradedb.logger2CSCum61972
Diagnostic framework stops returning CCE performance counterinfo
serviceability.snmp2CSCum87751
MIB not updating Pim status correctly in PimTableserviceability.snmp2CSCun13065
CISCO-CONTACT-CENTER-APPS MIB not responding inperformance setups
serviceability.snmp2CSCuo21155
Import doesn't work for outbound optionoutbound2CSCuo33133
Dialer asserts during personal call back load.outbound2CSCuo34176
EMS / tracing doesn't work for some tools.tools2CSCuo58829
baImport Fails to successfully process dialing list from tabledb.logger2CSCuo59447
Agents in idle state for some campaigns for unexpectedly long idletime
outbound2CSCuo67394
SIP Dialer asserts due to CTI failed eventsoutbound2CSCuo67412
SIP Dialer Exception after SIP Refer Rejectoutbound2CSCuo78770
CCE with CCM CTI Port SIP Messaging problemcp-sip-trunk3CSCuo83514
PCCE External AW/HDS/DDS CUIC Configurationdoc3CSCuo51523
Adding a Precision Queue fails when there is a non-deleted CUCMPG
web.config.ui3CSCuo76339
7
HeadlineComponentSeverityIdentifier
UnSuccessful upgrade of ICM installer due to lock on DLLs inicm\bin
install3CSCua27924
Personal Callback stuck in Call Status 'A' with Call Result '0'outbound3CSCui98226
SIP Dialer does not include ANI with Personalized Call Backenabled
aw.tools3CSCuj83623
Negative TalkOtherTime value reportedpg.opc3CSCum03603
Multiple CUIC localization (Russian) issuesreporting3CSCum15650
SIP Dialer 9.0 sends "BYE" before the CPA 2nd update form VoiceGateway
outbound3CSCum25145
Installer sets wrong registry valuesinstall3CSCum26452
User password is unencrypted in the CTI OS client logsctios.client3CSCum29818
Agent Team Real Time shows duplicate rowsreporting3CSCum48724
Call Type Queue Interval reports incorrect number of Calls Handledreporting3CSCum48742
Append mode affected after UCCE upgrade due to a SQL syntaxchange
outbound3CSCum68965
Agent Login Logout Report Missing Skill Group Datareporting3CSCun18992
CTIOS agent statistics resetting at 23:30pg.opc3CSCun45252
Supervisor losing Queue Statistics if last agent in Team logs outctios.server3CSCun66241
ICM SNMP MiBs shows the same value for CallsInQueue andCallsInProgress
router3CSCun70811
t_Peripheral_Real_Time table is not updating CallsOfferedHalfpg.opc3CSCun70949
The attribute filed in Agent real time report does not show any datareporting3CSCun76233
CUIC Distributed denial-of-service vulnerability on NTP serverreporting3CSCun84943
Active Call Count in Portico not showing accurate numbercg.ctiserver3CSCun92195
Reporting User Guide Precision Queue interval all field OLHcorrected
documentation3CSCuo26062
Import rule update failed in clgroutbound3CSCuo30802
CUIC v9.1.1 Report Template missing Historical TR Infodocumentation3CSCuo32820
8
HeadlineComponentSeverityIdentifier
CTI Server Agent Configuration Change Event has errorcg.ctiserver3CSCuo38950
Router crashes when a dialed number is deleted.router3CSCuo44847
PCCE External AW/HDS/DDS CUIC Configurationdocumentation3CSCuo51523
Error (Unable to perform operation. Error Code: CTI-78 whiletransfer
pg.cucm3CSCuo51951
Transitional Agent Not Rdy Hist Report shows 2 lines per agentreporting3CSCuo52562
TCD and Script Editor numbers will be different when call typeschange
scripteditor3CSCuo60764
SLAns should not include the call passing the service level thresholdreporting3CSCuo66787
Callback records marked by dialer with code 25 are not being dialedback
outbound3CSCuo75796
Adding a Precision Queue Fails When There is a Non-DeletedCUCM PG
web.config.ui3CSCuo76339
Precision Queue Efficiency Drilldown loses PQ and Date criteriareporting3CSCup16106
Documentation FeedbackYou can provide comments about this document by sending email to the following address:
mailto: [email protected]
We appreciate your comments.
9
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS,INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND,EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
THE SOFTWARE LICENSE AND LIMITEDWARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITHTHE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY,CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.
The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB's public domain versionof the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.
NOTWITHSTANDINGANYOTHERWARRANTYHEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS"WITH ALL FAULTS.CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OFMERCHANTABILITY, FITNESS FORA PARTICULAR PURPOSEANDNONINFRINGEMENTORARISING FROMACOURSEOFDEALING, USAGE, OR TRADE PRACTICE.
IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUTLIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERSHAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, networktopology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentionaland coincidental.
Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: http://www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnershiprelationship between Cisco and any other company. (1110R)
© 2014-2015 Cisco Systems, Inc. All rights reserved.
Europe HeadquartersAsia Pacific HeadquartersAmericas HeadquartersCisco Systems International BVAmsterdam, The Netherlands
Cisco Systems (USA) Pte. Ltd.Singapore
Cisco Systems, Inc.San Jose, CA 95134-1706USA
Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on theCisco Website at www.cisco.com/go/offices.